Summary
CX teams face a critical turning point in 2026. After years of stagnant CX performance and mounting pressure on resources, some will break free from legacy practices — especially score obsession — and reposition CX as a driver of business value. Others will cling to outdated approaches and risk deeper irrelevance. This report outlines the key predictions shaping CX in 2026 and provides strategic guidance to help leaders rebuild with advanced analytics, insightful metrics, and pragmatic AI implementation.
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